Director, Professional Services

• Own end-to-end service delivery from Sales handoff through project closure and transition to Customer Success and Support
• Define and improve delivery metrics, including project health, time-to-value, customer satisfaction (CSAT/CES) and solution adoption
• Champion responsible AI adoption, leveraging approved tools and agents to improve productivity, insights and customer outcomes
• Evolve scalable delivery methodologies, governance and escalation models
• Act as executive sponsor for high-risk or high-visibility projects and/or programs
• Own performance against net new subscription revenue, professional services revenue and backlog conversion targets
• Drive predictable execution through forecasting discipline, capacity planning, and portfolio management
• Oversee the engagement with Finance to ensure accurate billing and timely revenue recognition
• Own forecasting accuracy and services capacity modeling
• Influence PS packaging and pricing strategy in partnership with Sales, Revenue Operations and Finance
• Lead, coach, and develop a high-performing leadership team of Managers and Senior Managers, fostering accountability and growth
• Build scalable talent strategies including hiring, onboarding, performance management, and career progression
• Champion a people-first, inclusive culture that balances execution excellence with employee engagement and retention
• Establish clear expectations, measurable outcomes, and consistent feedback loops across the organization
• Establishes OKRs aligned to company and team strategic direction, customer feedback, challenges, and requirements
• Drive enterprise alignment across Sales, Product, Market Leaders, Customer Success, and Support, influencing prioritization, roadmap decisions, and go to market motions through delivery insights
• Act as a trusted advisor to Professional Services leadership, elevating delivery insights into enterprise decision-making
• Lead large scale transformation initiatives that scale delivery, including PSA tooling modernization, standardized reporting, and AI-enabled practices
• Use data and customer feedback to continuously improve delivery effectiveness and customer experience
• Ensure delivery evolves with PointClickCare’s growth, product expansion, and customer complexity

• 10+ years of progressive experience in Professional Services, Consulting, Implementation, or Customer Delivery within a SaaS or healthcare technology environment
• 7+ years of leadership experience, preferably in Healthcare SaaS or at an EHR/EMR organization, with proven capability to coach/mentor both leaders and individual contributors at varying levels
• Strong financial acumen, including experience with services P&Ls, revenue recognition, billing accuracy, and backlog conversion
• Deep understanding of project and program management methodologies, governance models, and escalation frameworks
• Proven experience leveraging AI-enabled tools and process automation to increase efficiency, scale delivery operations, and improve decision-making across teams
• Strong executive presence with the ability to influence without authority
• Proven track record of process improvement across multiple teams
• Self-starter who thrives in a fast-paced, ambiguous environment with a deep passion for the customer and team
• Ability to travel to corporate offices and customer sites as required
• Bachelor’s degree required
• advanced degree or relevant certifications (PMP, PgMP) a plus

advanced degree or relevant certifications (PMP, PgMP)

• bonus
• benefits
• equity